Joshua Briffa Email & Phone Number

Melbourne, Victoria, Australia

RESPONSIBILITIES:• Product Owner of Lexus digital channels - lexus.com.au, dealer websites and intranet• Key tasks include the design and delivery of new and enhanced functionality across customer and internal facing platforms• Project manage annual rollouts of vehicle changes and campaigns across digital channels• Coordination of agencies partners to develop advertising and deliver website improvementsACHIEVEMENTS:• Project managed the rollout of concurrent model changes• Project managed the delivery of aesthetic and functional design improvements across digital channels• Project managed upgrade to Sitecore content management system resulting in significantly more efficient and timely development processSKILLS:Product Ownership • Agile Methodology • Digital Marketing • User Experience (UX) • User Interface (UI) • Marketing & Communications • Strategy • Project Coordination • Stakeholder Management • Business Process Improvement • CRM Salesforce • Business Analysis • Process Efficiency • Data Analysis • Reporting • Performance Measurement

Melbourne, Victoria, Australia

RESPONSIBILITIES:• Agile Product Owner of Lexus digital channels - lexus.com.au, dealer websites and intranet• Key tasks include the design and delivery of new and enhanced functionality across customer and internal facing platforms• Project manage rollouts of annual vehicle changes and campaigns across digital channels• Coordination of agencies partners to develop advertising and deliver website improvementsACHIEVEMENTS:• Project managed the rollout of concurrent model changes• Project managed the delivery of aesthetic and functional design improvements across digital channels• Project managed upgrade to Sitecore content management system resulting in significantly more efficient and timely development processSKILLS:Product Owner • Agile Methodology • Digital Marketing • User Experience (UX) • User Interface (UI) • Marketing & Communications • Strategy • Project Coordination • Stakeholder Management • Business Process Improvement • CRM Salesforce • Business Analysis • Process Efficiency • Data Analysis • Reporting • Performance Measurement

Melbourne, Australia

RESPONSIBILITIES:• Customer Relationship Management systems & Marketing Specialist• Key tasks included the administration of Lexus’ Salesforce CRM• Coordinated delivery of Encore Owner Benefits Program• Developed and delivered marketing campaigns across CRM and social media in collaboration with Lexus’ agency partners• Planned, coordinated, and reported all Lexus social media channelsACHIEVEMENTS:• Delivered an award winning campaign for the 2017 LC 500 vehicle launch• Conceptualised, designed and delivered a full-funnel social media strategy - introducing paid social medial investment to Lexus Australia• Strategised and delivered social media campaigns to amplify awareness of Lexus becoming the principal partner of the Victoria Racing Club and naming rights sponsor to the Lexus Melbourne CupSKILLS:Marketing & Communications • Strategy • Project Coordination • Stakeholder Management • Business Process Improvement • CRM Salesforce • Business Analysis • Customer Contact • Process Efficiency • System Implementation • Data Analysis • Reporting • Performance Measurement

Sydney, New South Wales, Australia

ACHIEVEMENTS:• Fostered exemplary relationships with stakeholders at all levels, across the business• Established clear performance goals and service levels expectations for the internal administration team• Facilitated ongoing cost reductions in regard to travel expenses, by redesigning the travel authorization process and introduced a dashboard report to analyse trends and increase management focusSKILLS:Business Administration • Executive Support • Data Management • Reporting & Analysis • Project Management • Project Coordination • Human Resource Administration • Recruitment & Selection • Team Leadership • Goal Setting • Performance Management • MyHR • SAP Reporting • Fleet Management • Travel Coordination • Expense Control • Corporate Events Management

Sydney, New South Wales, Australia

ACHIEVEMENTS:• Project managed the implementation of a new telephony system for the 30-seat contact centre• Designed new work-flows and operating processes; developed and delivered training for Customer Service team to ensure consistent best practice• Developed and introduced a new segmented customer list, utilizing Salesforce data, to enable more targeted support and service • Developed and implemented MS Excel performance dashboard reporting tools, which were adopted across the Asia Pacific region; became subject matter expert for Customer Service measurement and improvement, providing advice and support to colleagues across Asia Pacific• Delivered continuous improvement in Net Promoter Score (NPS) by introducing processes for following up on customer feedback and increasing customer satisfaction• Conducted ongoing data analysis to identify risks, trends and opportunities in regard to service levels and product offerings• Coordinated implementation of new products and services across different function, providing training and support to customer service teams• Introduced a new organisation-wide employee newsletter• Continually developed customer service capability and supported proactive performance management of customer service agentsSKILLS:Business Process Improvement • Project Coordination • Business Administration • Stakeholder Management • Business Analysis • Training Design • Training Facilitation • Customer Service • Process Efficiency • System Implementation • CRM Salesforce • Data Analysis • Reporting • Marketing & Communications • Net Promoter Score • Contact Centre • MS Excel Advanced • MS Word • MS PowerPoint • MS Outlook • Performance Measurement

Sydney, New South Wales, Australia

ACHIEVEMENTS:• Managed inbound customer enquiries with the highest standards of service and efficiency• Worked collaboratively with stakeholders across the business and in client organisations • Processed and managed customer bookings and orders, navigating import and export processes and ensuring effective logistics planning• Facilitated training for customers in use of e-commerce suites, driving continuous improvement in utilisation of e-commerce system• Delivered reporting and analysis, identifying issues and implementing improvement strategiesSKILLS:Customer Service • Business Administration • Data Management • CRM - Salesforce • eCommerce • Training Delivery • Complaints Handling • Conflict Resolution • Problem Solving • Logistics Planning • Export & Import • Reporting & Analysis • Continuous Improvement • Account Management

Sydney, New South Wales, Australia

ACHIEVEMENTS:• Customer Service Representative of the Year 2011• Provided leadership, direction, development and coaching to a team of 5 customer Service agents• Measurably reduced Average Speed of First Response in a Major Account CRM system• Streamlined operating processes and workflows to deliver greater efficiency across the team • Introduced new rostering and workforce planning tools to ensure adequate cover for business hoursSKILLS:Customer Service • Account Management • Service Improvement • Goal Setting • Team development • Complaints Handling • Conflict Resolution • Problem Solving • Analysis & Reporting • Data Management • Rostering • Process Improvement • HR Administration • Call Centre Operations

Sydney, New South Wales, Australia

ACHIEVEMENTS:• Consistently delivered exemplary standards of customer service and support; proactively resolving problems to ensure orders were fulfilled within agreed timeframes• Participated in a project, working with external recruitment agencies, to improve the validity of recruitment and selection activity• Developed expert knowledge of products and services and applied “needs analysis” methodology to ensure customer-centric solutions and supportSKILLS:Customer Service • Business Administration • Account Management • Service Improvement • Complaints Handling • Conflict Resolution • Problem Solving • Call Centre Operations

Certificate Iv, Customer Contact

Certificate Iv, Frontline Management

Certificate Ii, Retailing And Retail Operations

Higher School Certificate